Information Technology Support Coordinator

Company Description

At Accor Tech & Digital, we believe that technology becomes truly powerful when it’s infused with humanity. Our 5,000 talented team members bring this vision to life every day, delivering intuitive digital experiences for our guests, hotels, and colleagues in more than 110 countries.

We are the driving force behind Accor’s digital transformation, an exciting space where hospitality meets innovation, and where every idea can meaningfully shape how millions of people travel, connect, and feel welcome.

Job Description

We’re looking for a Quality, Hotel Relationship & Escalations Lead who is passionate about helping others succeed. In this role, you’ll be the trusted partner that hotels rely on a calm, knowledgeable guide who helps resolve challenges, strengthens collaboration, and ensures that our support services consistently live up to Accor’s promise of care.

You’ll join our Hotel Care team, where we work together to improve our support operations and make hotel teams feel understood, supported, and empowered. If you enjoy solving problems, building relationships, and making a meaningful impact, this role will feel like home.

Your Missions

Key Accountabilities

1. Escalation Management & Hotel Relations

• Be the welcoming and reliable point of contact for hotel teams when they need support.
• Ensure issues are followed through with care, clarity, and timely resolution.
• Build trusting relationships and advocate for hotel needs across the organization.

2. Quality Control & Continuous Improvement

• Keep a close eye on the quality of our Level 1 support experience.
• Conduct audits, share learnings kindly, and help teams grow and improve.
• Support partners through training that empowers them to deliver excellence.

3. Proactive Problem Identification & Resolution

• Spot emerging issues before they impact hotel operations.
• Work with internal and external teams to create smoother, more reliable service experiences.
• Help prevent recurring frustrations and enable seamless guest journeys.

4. Performance Measurement & Reporting

• Develop clear, meaningful metrics and reports that help guide decisions.
• Use insights to gently push for improvement and greater efficiency.

5. Stakeholder Management & Communication

• Bring people together through transparent, warm, and respectful communication.
• Ensure alignment on priorities and support hotels with consistency and empathy.

Key Input Goals

• Introduce supportive and effective quality control practices.
• Establish thoughtful escalation management guidelines.
• Create simple, easy-to-use reporting templates.
• Build strong, lasting relationship-management strategies for hotels.

Key Output Goals

• Fewer escalations and more first-contact resolutions.
• Higher hotel satisfaction and smoother daily operations.
• Improved Level 1 support quality through guidance and shared learning.
• Less recurrence of issues thanks to proactive identification.
• Deeper trust between Accor and hotel owners/managers.

Key Interactions

Internal: Level 1 Support Teams, Service Providers, Hotel Care Leadership, Operational Teams, VP Operations, Regional Leadership.

External: Hotel Owners, General Managers, External Service Providers.

Main Complexity Areas

• Ensuring consistency while adapting to each hotel’s unique personality and needs.
• Managing diverse expectations with patience and clarity.
• Navigating complex technical ecosystems with a calm, solution-oriented mindset.
• Encouraging quality improvements while protecting operational stability.
• Supporting a wide variety of hotel environments and contexts.
• Managing the AFA relationship (applicable for FR).

Qualifications

What You Bring

• A degree in IT, Hospitality Management, or a related field.
• 5+ years of experience in technical account management or a similar role.
• Strong experience with escalation management and quality control.
• Understanding of hotel operations or hospitality technology.
• A warm, collaborative approach to stakeholder management.
• Experience supporting, guiding, or coaching teams.

Your Strengths

• Excellent communicator and relationship builder.
• Analytical, thoughtful, and eager to find solutions.
• Deeply customer-centric, always aiming for service excellence.
• Comfortable working cross-functionally and bringing people together.
• Fluent in English; additional languages such as French, German, Polish, or Spanish are a plus.

Location

This role is based in London, with a hybrid work model requiring 3 days per week in the office.